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It is important to have polite and friendly etiquette when answering the phone, especially if you’re speaking to a stranger or talking in a workplace or even from home. When answering the phone, it’s important to know how to answer properly so you don’t start the conversation off on a bad foot. Answer the phone politely by speaking clearly, focusing on the call, and maintaining professionalism.
Steps
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It is best to answer the phone after 2 or 3 rings. If you let it ring more than 3 times, the caller may become impatient and feel that their call is being ignored.- On the other hand, if you pick up after the first ring, the caller may be taken by surprise by the quick answer. They may not have had enough time to formulate their thoughts.
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Prepare a professional greeting. When you’re answering the phone at your office, you won’t always know who is on the other end of the phone. It could be your boss, a customer, one of your colleagues, or even a wrong number.- A professional greeting like “Good morning” or “How may I help you?” helps get the conversation off on the right foot. [1]
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Expert Source
Tami Claytor
Etiquette Coach Expert Interview. 29 September 2020. - Even if you have caller ID and think it’s a work friend calling, someone could have borrowed their phone, you can never be too sure. Answering the phone with “Yeah, what?” might give callers the wrong impression of you.
Advertisement - A professional greeting like “Good morning” or “How may I help you?” helps get the conversation off on the right foot. [1]
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Expert Source
Tami Claytor
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Identify yourself and your organization. [2] X Expert Source Tami Claytor
Etiquette Coach Expert Interview. 29 September 2020. In business situations, it’s most appropriate to answer the phone with your name and company. For example, say “Thank you for calling Smith’s Auto Body. This is Joan, how may I help you?”- Many offices have their own script for answering the phone, so make sure you follow the rules your company has set out. If you're not sure of your company's phone scripting, ask your supervisor.
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Nicely ask who’s calling if you don’t know. Often, the person will not only give you their name but also provide information about why they’re calling. If you don’t have Caller ID, didn’t recognize the number, or didn’t hear what the person on the other line said, prompt them again by saying “May I ask who’s calling?”- Once the caller has introduced themselves, address the caller properly by the title they provide. If they say their first and last name, and you want to be more professional, call them by their last name.
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Speak directly into the mouthpiece. Don’t worry about putting the mouthpiece too close to your mouth or having to speak loudly.- If the person you’re speaking to says they cannot hear you very well, you can speak a little louder. Otherwise, keep your voice at a normal conversational level.
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Avoid using slang or profane language. When you're answering the phone at work, you represent your company to whoever you're speaking with on the phone. Speak politely and avoid using slang, cursing, or bad language. Even if the conversation becomes heated and the person you're speaking with swears, maintain your composure and be polite.- Of course, when you're speaking on your personal phone to friends, you can be informal with them and speak how you would in a face-to-face conversation.
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Answer in a quiet environment. If you’re in a loud environment, move somewhere quieter before answering the phone, or turn down the music or television before answering. You want to be in a place that’s quiet enough so that you can hear the person talking to you, and they can hear your responses. [3] X Research source- A quiet environment will also allow you to focus on the caller.
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Stop your other tasks before answering the phone. Take a brief moment to collect your thoughts before answering. Don’t be distracted, as this could lead to miscommunication between you and the person you're speaking to. If you’re free from distractions, the person you're speaking to will feel that they have your full attention.- For example, if you were typing on your computer or reading a book when the phone rang, stop these tasks and concentrate on the call.
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Say “Hello” and state your name in a pleasant tone of voice. [4] X Expert Source Tami Claytor
Etiquette Coach Expert Interview. 29 September 2020. If you don’t recognize the Caller ID or know who is calling, you can add “This is Sam.” For a more formal answer, you can say, for example “This is the Smiths’ residence.” [5] X Research source- If you saw on Caller ID that a friend or family member is calling, feel free to say something like, “Hi Tom! How are you today?” [6]
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Expert Source
Tami Claytor
Etiquette Coach Expert Interview. 29 September 2020.
- If you saw on Caller ID that a friend or family member is calling, feel free to say something like, “Hi Tom! How are you today?” [6]
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Expert Source
Tami Claytor
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Take down the caller's info if the family member they’re trying to reach is unavailable. If the caller is trying to reach someone who is not home or is unavailable, say “I’m sorry, Mrs. Simpson, my father is not available right now. May I take a message?” Be sure to record the person’s name, phone number, and reason for calling on a notepad in clear, legible handwriting.- If you don’t have a notepad nearby, ask the person on the other line to wait while you quickly go get one.
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Greet the caller in a friendly tone. When answering a cell phone, Caller ID will typically indicate who is calling you. Say something like, “Hi Steve, how are you?” Even if the number is private or concealed, it’s important to answer the caller in a friendly way. Say, “Hello, may I ask who’s calling?”- Since cell-phone calls tend to be more informal than calls to a business or land line, you don’t need to say your name when answering the call.
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Ask why the person is calling. If you don’t know the person, be polite by saying “How can I help you today?” or “What can I do for you?” If you do know the person, you can say something like “What’s up?”- Even if you know the caller, avoid answering rudely. Don’t say, “What?” or “What do you want this time?”
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Speak clearly using your normal tone of voice. Don’t worry about shouting into the mouthpiece or over-enunciating your words. Instead, speak slowly and distinctly. If you're shouting or speaking unnaturally, the person you're speaking to may think you're angry or sick.- If the person on the other end of the line sounds faint, turn up the volume on the side of your cell phone. If they're still faint, ask them to put the mouthpiece closer to their face.
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Don’t answer the phone while chewing gum or food. If you’re chewing gum or food, take the time before answering to spit it out or swallow it. You want your mouth to be clear and ready for conversation when you answer the phone.- Even if you’re talking to a friend, they may have a hard time understanding you if you have a mouth full of food.
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Don’t talk to people outside of the call until the call is over. For the duration of the phone call, ignore all outside distractions and give the person on the other side of the line your undivided attention. Don’t talk to or joke with other people, and avoid trying to communicate silently while also talking on the phone. [7] X Research source- Even if the person you're on the phone with can't hear the words you're saying to someone in person, they'll be able to tell that you're not focusing fully on the phone conversation.
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Expert Q&A
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QuestionHow do you answer the phone professionally at work?Tami Claytor is an Etiquette Coach, Image Consultant, and the Owner of Always Appropriate Image and Etiquette Consulting in New York, New York. With over 20 years of experience, Tami specializes in teaching etiquette classes to individuals, students, companies, and community organizations. Tami has spent decades studying cultures through her extensive travels across five continents and has created cultural diversity workshops to promote social justice and cross-cultural awareness. She holds a BA in Economics with a concentration in International Relations from Clark University. Tami studied at the Ophelia DeVore School of Charm and the Fashion Institute of Technology, where she earned her Image Consultant Certification.I suggest you identify yourself, and then politely ask why the person is calling. For example, you could say, "Hi, this is Tami. How may I help you today?"
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QuestionWhen someone calls a business and requests the manager by name, is it polite to ask who's calling?Community AnswerYes, as long as you ask politely, for example, "May I ask who's calling?" as opposed to "Who is this?"
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QuestionHow do I politely ask for someone on the phone?Community AnswerYou could simply ask, "Could I (or may I) please speak to so-and-so?" or "Is this so-and-so speaking?" There's nothing impolite about asking who it is you're speaking to.
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Tips
- Keep a notepad and pen handy by each phone so you won’t need to scramble when you have to take a message.Thanks
- People you speak to on the phone will remember if you’re courteous. Say “please” whenever making a request. If a caller says “thank you,” follow up with a warm “you’re welcome.”Thanks
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Warnings
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References
- ↑ Tami Claytor. Etiquette Coach. Expert Interview. 29 September 2020.
- ↑ Tami Claytor. Etiquette Coach. Expert Interview. 29 September 2020.
- ↑ http://www.businessinsider.com/phone-etiquette-rules-barbara-pachter-2013-10
- ↑ Tami Claytor. Etiquette Coach. Expert Interview. 29 September 2020.
- ↑ http://www.businessinsider.com/phone-etiquette-rules-barbara-pachter-2013-10
- ↑ Tami Claytor. Etiquette Coach. Expert Interview. 29 September 2020.
- ↑ http://www.businessinsider.com/phone-etiquette-rules-barbara-pachter-2013-10
About This Article
Article Summary
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To answer the phone politely, start by moving to a quiet location if there's a lot of background noise around you. Then, check the caller ID to see if you recognize the person calling. If you do, answer and say something like "Hi Steve, how are you?" If you don't recognize the number, answer and say "Hello, may I ask who's calling?" Regardless of who's calling, remember to speak clearly and with a friendly tone of voice. To learn how to answer a professional call politely, keep reading!
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Reader Success Stories
- "After 15 years of computer screen-based work, I have just changed self employed jobs and wanted to brush up on phone answering correctness. I'll be 50% dealing with mobile phone calls for a while - so this has certainly helped in prep for my new position." ..." more
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"After 15 years of computer screen-based work, I have just changed self employed jobs and wanted to brush up on phone answering correctness. I'll be 50% dealing with mobile phone calls for a while - so this has certainly helped in prep for my new position."
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"I wanted to know if simply saying "hello" was enough for initially answering calls from potential new employers. I don't like giving my name at the beginning in case it's an unwanted caller. It is a universally accepted greeting."
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"This article helped me to realize that when I talk on the phone to someone I do or don't know, I have been using the wrong words the whole time. I've always used informal language. This has helped a lot. Thank you so much."
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"For someone who doesn't know this stuff, this would be a very helpful article! It is also entertaining because of the pictures and there aren't any long paragraphs. There are simple explanations. Nice!"
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"Thank you so much, I can now respond to calls politely and with confidence, thanks to the tips you gave under receiving phone calls at the office. God bless you, and keep it up."
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